michael M Imh
map-marker Ogdensburg, New York

Worst experience in 27 years as a contractor.

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After spending about $10,000 in the Ogdensberg, NY store this August (2018) we've experienced the most unorganized, unprofessional service. We ordered a carpet installation for a rental house in July from Lowe's mainly because they were running a special deal for free installation. They told us that they use a third party company to come out physically to the house to measure the rooms and that they would contact us within 3 days of the order being placed at Lowe's. After 2 weeks we contacted Lowe's about the contractor coming to the house and we were informed that the order was never placed. Then we were told that the deal for free installation has passed. We then pointed out that we had ordered installation prior to the end of the deal. With that being said, the employee stated that it wasn't for the type of carpet we ordered. Someone in the department found the original display that allowed the discount for our original order. Finally, a contractor contacted us and set up an appointment to measure the rooms and stairs. From there, we hadn't heard from Lowe's in about A week. We con The original timeline we were quoted work should be done in the third week of August. well that never happened then we were told September 4th thru 7th but we were promised that the employee could get the installation installed way before then so our rental would be ready for the tenant by the September 1st. In the Middle of August, the third party installer(service pro) called us with an installation date of mid October. After numerous phone calls and trips back and forth from Lowe's to get this straightened out we lost our prospective tenant. The third party company, ServicePro, hired a contractor to put in the carpet and it was installed on September 14th. However, they only had orders for 2 bedrooms and not the stairs. They also informed us that they would refuse to put Berber carpeting on the stairs anyway which is what we ordered for the installation. They installer also informed us that Lowe's makes mistakes like this numerous times. After they installed the carpet (unsupervised) we found the closet bi-fold doors not replaced and one was broken. After numerous calls and yet another trip to Lowe's, they agreed to give us a higher quality carpet for the stairs gratis. So they had to send out someone to measure yet again Unfortunately, after speaking with the installers, the date of installation would be past October 1st where we already had a new tenant moving in. At this point, we picked up the carpet from Lowe's and hired a local installer. After such a circus, we unfortunately decided to not patronize Lowe's in the future. The lack of help with this situation was unbelievable. The store Manager, Angel, said there was nothing he could do. It's a bad situation all around because I believe when the store has such a problem with communication, bashing and name blaming amongst its employees themselves and also outside contractors, the manager should want to resolve such a situation so as not to repeat it in the future. We've made 7 trips to Lowes over this mess; thirty-five minutes each way. Over 8 hours of driving for unprofessional lack of service. Mike MSADK LLC My Lowes card # {{Redacted}} (that I no longer need)
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Loss:
$1400
Cons:
  • Installation people
  • Lack of communication between employees
  • Lowes employees not returning calls
Reason of review:
Poor customer service

Preferred solution: Never use Lowes Again

1 comment
Guest

You get what you paid for. They were trying to work with you.

Oh FYI, saying you've spent X amount of money doesn't get you anything special. If anything it sets a bad reputation on yourself as the guy who thinks he's entitled to special treatment.

Mark O Hpp
map-marker Richmond, Virginia

Flooring Debacle

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Lowe's installed 900 sqft of hardwood flooring only to have it almost immediately start squeaking and moving. After months of conversations (mostly ignored), Lowe's/Pro Services sent multiple reps to our house and each one had a different take on the problem (glad I have it all recorded). Regrettably, Lowe's has now determined that they are not at fault (installation) and are offering NO resolution - they have taken the position that it is an environmental issue which is contrary to their own assessments and two independent flooring contractors (both with over 40+ years of flooring experience). AVOID Lowe's/Pro Services for ANY installations, their Pro Services Division lacks integrity and honesty. I had their rep (Casey) on site the week of 11/26/18 and he told me face to face that they were going to offer compensation and agreed that I should have third party contractors review the problem....then he submitted his "finding report" as an environmental issue......Shameful. This issue is FAR from over.
View full review
Loss:
$10000
Cons:
  • All aspects of lowes pro services
Reason of review:
Warranty issue

Preferred solution: Remove and Replace with expert installer / full compensation

George C Cze
map-marker Middleburg, Florida

Fence installed on wrong property

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Lowes - Fence installed on wrong property
Lowes - Fence installed on wrong property - Image 2

We had a vinyl fence installed around our community and the Lowe’s installers, installed it on the wrong property. And they now want us to pay over two thousand dollars to move it.

Plus they were seen by a witness, of moving the survey stakes, that landed the fence on the wrong property.

After we paid five thousand dollars for a survey, so it would be installed correctly.

Now the want a new survey done on paper which will cost around a thousand dollars. Plus the are not sure of the cost to move it, but most likely over two thousand dollars, plus and new materials.............Do not ever use Lowe’s !

View full review
Loss:
$2500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

5 comments
Guest

I’m assuming the community has Home Owners Association set up. If so, hire a lawyer to represent the HOA and let them deal with it.

Save yourself the headache. They will blame the Surveyor, the surveyor will blame them A good Attorney will sort it out and know who to go after.

Typically Lowe’s will use any means to put you off. But they seem to move relatively quickly when a lawyer gets involved.

Guest
reply icon Replying to comment of Guest-1545614

Thanks for the info, we will consider it !

Guest
reply icon Replying to comment of Guest-1545887

Be sure to add the expense of the survey or correcting the survey stakes to any legal action. In some states it is criminal but in all states it is expensive.

Guest
reply icon Replying to comment of Guest-1546276

Thanks for the help !

Guest
reply icon Replying to comment of Guest-1546276

Thank you !

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Leigh A Dli
map-marker Daphne, Alabama

American standard toilet at Lowe’s

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We bought an American standard toilet at Lowe’s. It was supposed to be a standard sized toilet. My husband installed it. First time we went to use it we noticed it was too small. It wasn’t the normal size and the seat is so small it’s like a tiny size no where near a regular toilet size. Of course Lowe’s is not going to take it back bc it’s been installed. So we are out $150 for a toilet we can’t use.
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Reason of review:
Not as described/ advertised
2 comments
Guest

Standard size would refer to the height and clearances from the wall. You have probably had an elongated bowl in the past and the new toilet you purchased has a round bowl.

Both are standard toilets.

You should have noticed the difference when you looked at the displays. It isn't Lowes fault you didn't look at what you were buying more closely.

Guest
reply icon Replying to comment of Guest-1633462

I'd gladly pay double the price for a toilet that was made back before they started making them low gallon flushes. The stupid low-gallon models actual require many more flushes thus wasting much more water than if you only had to flush it one time.

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Tammy B Wip
map-marker Winston Salem, North Carolina

Purchased Installation Service for Dishwasher

I purchased an in stock dishwasher with installation. It will take 9 days from date of purchase before it is scheduled to be installed. (simple installation, remove old one, hook up new one) Store did not even pull it from inventory until I called two business days after purchase. Installer did not call me to schedule. I had to call customer service to get installation date. If you want an in stock product installed, within a reasonable time period, DO NOT purchase installation services with this company.
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Reason of review:
Not as described/ advertised

Preferred solution: Deliver product or service ordered

1 comment
Guest

if its so simple you should have done it yourself and saved the trouble and the installers bring the product so it doesn't need to be pulled until the installer is ready to pick it up

Herney S
map-marker Bluffton, South Carolina

Rude staff and Racist

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I when To Lowes Today to get my Pick up order. Staff member Ashley, got my Order and told me to get my own cart to put my stuff. Another member happened to open the exit door pushing in the doors, I followed the staff member to get my cart. When I came back inside Staff member Ashley told me in front other customers with an attitude saying I cant open the door open, and if has broken I will have to pay $10,000.00 dollars, I told her I didn't touch the door I just followed her employee, she keep repeating to me well if u break it u have to pay 10k, I keep telling her I didnt touched the door. I told her if she had a problem she need it to let her staff member know that not me. Them she keep accusing me of me trying to break the door. I told her well you should do your job and have a Cart there for my Items, thats why is call Pick-Up Service. I told her to check her security cameras. She jobs blow me away with attitude and told me sign here and there is the exit.. Racist Staff member. I dont treat people for the way they look, because if that was the case I wouldn't want to deal with someone who has a earring in their nose for customer service. But I thought Lowes had a Dress Code? I guess Not... Ashley needs to Learn not to falsely accuse Customers... Im taking my business to Home Depot ....Take your business to Home Depot
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Reason of review:
Poor customer service
1 comment
Guest

You encountered one disgruntled, untrained, underpaid employee at one store in one place at one time. Insufficient reason to condemn an entire chain or promote some other chain (I've read equally bitter gripes about Home Depot).

Personally, I don't like Lowe's OR Home Depot or crummy employees anywhere. Your error was to engage with this fool and get your blood pressure up. Think logically : how could some minimum wage flunkie come up with a price of a conveniently round $10,000 to repair or replace something that hasn't been damaged ?

Is this person qualified to predict the future or provide a job estimate based upon non existent damage whose degree we cannot ascertain until if / when it happens ? Don't waste your time arguing with persons like that.

Eric F Zkk

Horrible Delivery

Lowe's seems to contract out some or all of it's shipping. In my case this went to R&L delivery in Portland, OR. I can't even express how disorganized, unfriendly, and just generally unprofessional the whole experience is/was. I would suggest not putting any value in the delivery date suggested by the Lowe's website. If you are used to an Amazon or similar service this is not it!
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous
map-marker Broomfield, Colorado

Wrong product pulled from shelf

I ordered 6 bottles of Liquid Plumer Urgent Clear. This stuff really works to unclog drains. I stopped on the way to work to pick up my order. They pulled the wrong product. There is regular strength Urgent Clear and Industrial strength Urgent Clear. It is written right on the front of the bottle. I ordered the regular strength. All they had to do is read the label. I realize mistakes happen. It was a waste of time going into the store. Apparently, no one double checks the orders to ensure the right product is picked for the customer. Now I need to reorder and make another trip into the store. This product is not available for shipping.
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Reason of review:
Order processing issue
1 comment
Guest

How much time are you wasting ordering products on line? As long as you were going to the store it seems like it would have been quicker to run into the store, grab the product you wanted and headed through the registers.

Instead you looked through the web site to find what you wanted and placed the order. Then you went to the store and waited while they got the order they had pulled which probably took as long as it would have for you to get it off the shelf.

You neglected to look at it and now have to re-order. Save some time and don't order products on line that you plan on picking up at the store if it is stocked at the store.

Marietta L Xrv
map-marker Elmira, New York

Exchange store credit? SOMETHING !

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I had a water tank blow it my house to inside water lines a sink in a tub needed repair I'm not going to do it at Lowe's now. The first time I came up I spent over $315 cash. Second time I came up it was $74 third time I came up within 24 hours a bit it was a hundred in for cash. I'm on my last leg in the basement I needed the right size fittings I did not get the right size fittings I have 1/2 inch I needed 3/4 I had a ball valve it was a half inch I needed 3/4 I needed more copper tubing I needed more elbows I need more shut offs and I needed more shark bites well I can exchange them without a receipt really dudes?! I'm so flustered right now I have my whole house down with no water no hot water, and you guys won't exchange any of it are you kidding me right now I've got over $70 in one little bag and I have spent over 500 at Lowe's cash now I find out I have to call an 866 number then I have to leave my name my license my whatever are you kidding me while I go without any water whatsoever because you guys won't even exchange something or give me store credit I'm not going to go anywhere else with it what am I supposed to do with the wrong parts what is that you say you're going to refund you say you're going to exchange you do none of that whatsoever.! Listen general public heads up go to Home Depot might be a little pricier they might not know what they're talking about sometimes but you know what they will make it right they always have thanks a lot Lowe's I really did have a good standing or so I thought but things change call me love to hear from you 607-684-****.
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Pros:
  • Variety of choices i had
1 comment
Guest

You need to hire a plumber that knows what they are doing as it doesn't sound like you are in control of your project. Yes they are going to want a receipt before the give you a refund for $70 worth of fittings you could have walked out with in your jacket pockets. Do you expect Home Depot will be any different.

Amanda K Kcl
map-marker Delavan, Wisconsin

Poor products with worse customer service

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I purchased a LG stove from Lowes November 2017 with the extended warranty. Fast forward to November 2018 and the burner on the oven stops working and wont hold temperature. thankfully I did purchase the extended warranty. I call to set up a time to have a repair service come and fix the stove. They only offer Thursday daytime appointments, soonest appointment was THREE WEEKS away. I book it for the afternoon. The day comes no one calls to confirm I call to check on the time of arrival because I had an emergency I had to leave for and had to cancel because they couldn't adjust the time to when I could have someone be home. Fine my fault next appointment was December 20, another THREE WEEKS away. Again no call the day before to confirm, I adjusted my work schedule to be home. I call at 1 to see if they had an estimated time of arrival I was then informed that the appointment had been canceled by the repair company for some reason. The only thing that Lowes offered to do was to reschedule once again and That appointment wasn't until January 3. Nothing else they could do. So I have had no stove through all the holidays.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

You fail to mention where you live. If you live in a small town away from the bigger cities you often find the service companies that accept the rates the service plans pay are hard to come by.

If they have to travel a distance they may group service areas by days of the week to make it economical enough to provide the service. Yes, the money you saved by driving to Lowes may have been worth the initial purchase price, but as you are learning you may have been better off shopping locally and paying a little more up front for improved service when you need it.

cl Whn
map-marker Dallas, Texas

Item never received

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Ordered item on Black Friday online. The email receipt states that they will send me other emails on the order/delivery status, this was never done. I called Lowes helpdesk and they stated that it was delivered when it was never received by me. They opened a tracking ticket with FedEx and had me follow up with FedEx on the delivery. I called Fedex and they stated that the package was lost and to call Lowes to start lost package processing. I called Lowes and asked for the item to be reshipped. They said ok and a store manager will call me in 24hrs. That never happened. I call Lowes again and this time they said that they sent the request to the wrong store and that a store manager from the correct store will call me in 24 hrs. Again that never happened. Lowes failures : - email updates on delivery status was never sent - store managers never called - why should I be the one to call FedEx when it wasn't me who contracted with them to deliver the item. Take away : NEVER shop online with Lowes. Go to there competitors instead or even better Amazon as they will make sure everything is right.
View full review
Loss:
$30
Reason of review:
Problem with delivery

Preferred solution: Full refund

Alex R Otl
map-marker Newburgh, New York

Lowes did not honor appliance rebates

Purchased 6 NEW appliances from Lowes, and was issued two rebate forms, by staff. The total amount of rebates amounted to $500.00 (a significant amount that attributed to my decision to make the purchase). Forms were completed and mailed in. Didn't hear anything for a month. Checked rebate status online. Message read: "Your rebate request did not meet the following requirement of the offer: Your sales receipt did not indicate the purchase of two or more eligible appliances at Lowe's Submit missing/invalid items to the following address as soon as possible. Include your tracking number on your documents." I NEVER received anything about being in non-compliance. Resubmitted the forms (previously had saved copies), with receipts as well as a typed letter. Another month, and NO response. Checked rebate status online, and it was not changed. Responded to local store. Spoke with Customer Service who contacted Corporate and the Rebate division. Was told that my purchase was in compliance, however due to being months later, I was no longer eligible. Spoke with store manager. He concurred, however stated that he wouldn't be able to do anything without a post office receipt showing that I mailed the rebate forms. He was advised that the proof is in their system (was received and purchases made). I provided copies of everything except post office receipt. They sent me packing after I lost my temper, calling them thieves. Now I am digging around, trying to find this post office receipt!
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Loss:
$500
Cons:
  • Failure to meet commitments
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

This happened to me two years in a row. Complete Scam

Terry M Gwn
map-marker La Plata, Maryland

Poor carpet installation

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Lowes - Poor carpet installation
Lowes - Poor carpet installation - Image 2
Lowes - Poor carpet installation - Image 3
I had Lowes install carpet in my home. We got high quality carpet and paid over $8,000.00. After 15 months the carpet developed rolls and ridges due to poor installation. Lowes has a one year warranty but many carpet issues develop after the 12 month warranty. I called both the local and corporate office and they were unwilling to budge on the installation issues. They didn't even acknowledge that they would look into the subcontracted installers, so the chance of this happening to someone else is a possibility. The installers did not even use a power stretcher, only a kick stretcher. At the time I thought this was a normal installation practice. After speaking with REAL professionals, I found this is a low budget install. Do not allow Lowes to install carpet in your home.
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Loss:
$500
Pros:
  • Store layout
Cons:
  • Installation subcontractor
  • Installation
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

that's because the only carpet installers that are willing to work for Lowe's are apartment carpet installers. But what did you expect from a "discount home improvement warehouse"? Top of the line service?

Anonymous
map-marker Oyster Bay, New York

Fees and Interest charges without reason

This Lowes card managed by SYNCHRONY BANK has one of the worst statement meant to harm the consumer. In this confusing way, it ways find a way to charge interest or fees, even if you pay in full! They make the small charges without any explanation. Since you dont have enough time due to your projects, you will end up paying it.
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N M Wat
map-marker Westlake Village, California

Terrible Warranty Repair and Service

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Updated by user Nov 10, 2018

Researching the repair company Lowe's sent to my home, I found that this company, Active Appliance in Van Nuys, has only a 1 star rating on Yelp. I can't believe that Lowe's would send a terrible company to my home in the first place!!!

Original review Nov 10, 2018
Lowe's sent an unqualified repair man to my home and then refused to pay the company!!! I called for service for my refrigerator because I bought a 5 year plan with my fridge. Lowe's sent an Appliance repair company to my home. This repair man was terrible! He actually unplugged my fridge, plugged it back in, and then said to call them back if that didn't work. Ridiculous!!! Then when this company tried to bill Lowe's warranty service, Lowe's denied the claim because I was still under the manufacturer's warranty. Then the repair company and Lowe's tried to bill Fridigaire and did that all wrong several times so Frigidaire denied payment also. Then the repair company came after me for payment!!! My very first bill from this company was a threatening letter saying they were going to send me to collections if I didn't pay in 30 days!! I tried to appeal to Lowe's Warranty service to take care of these issues. They are the ones who sent this company to my home in the first place. Why should I have to pay when I have a 5 year warranty with them!! Lowe's Warranty Service employees just gave me the run-around for weeks. I talked to 7 people, 3 of them supervisors, and they all had something different to say about how it works and what went wrong. They all said "don't worry, we'll take care of it" and when I call them a few days later, I find out they didn't do anything and I had to start all over again with my explanation and waiting an hour on hold for a supervisor. I finally called Frigidaire directly for help and they are going to call this repair company and take care of it for me. I canceled all 4 of my appliance warranties with Lowe's and asked for a refund.
View full review
Loss:
$110
Cons:
  • Being treated like my time is not important
Reason of review:
Warranty issue

Preferred solution: Full refund

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